Quality Management PrinciplesThis document introduces seven quality management principles (QMPs). ISO 9000, ISO 9001 and related ISO quality management standards are based on these seven QMPs.One of the definitions of a "principle" is that it is a basic belief, theory or rule that has a major influence on the way in which something is done. "Quality management principles" are a set of fundamental beliefs, norms, rules and values that are accepted as true and can be used as a basis for quality management. The QMPs can be used as a foundation to guide an organization's performance improvement. They were developed and updated by international experts of ISO/TC 176, which is responsible for developing and maintaining ISO’s quality management standards.ISO Technical Committee 176ISO/TC 176_d206a7a0-7838-11e6-9a7d-51cef811e146International Organization for StandardizationQuality management_d206a8b8-7838-11e6-9a7d-51cef811e146To introduce quality management principles_d206a94e-7838-11e6-9a7d-51cef811e146QualityManagementBeliefsNormsRulesValuesNeeds & ExpectationsMeet customer requirements and exceed customer expectations_d206ab60-7838-11e6-9a7d-51cef811e146QMP 1CustomersThe primary focus of quality management is to meet customer requirements and to strive to exceed customer expectations. Rationale: Sustained success is achieved when an organization attracts and retains the confidence of customers and other interested parties. Every aspect of customer interaction provides an opportunity to create more value for the customer. Understanding current and future needs of customers and other interested parties contributes to sustained success of the organization. Key benefits: * Increased customer value * Increased customer satisfaction * Improved customer loyalty * Enhanced repeat business * Enhanced reputation of the organization * Expanded customer base * Increased revenue and market shareRecognitionRecognize direct and indirect customers as those who receive value from the organization._d206abe2-7838-11e6-9a7d-51cef811e1461.1UnderstandingUnderstand customers' current and future needs and expectations._d206ac6e-7838-11e6-9a7d-51cef811e1461.2LinkageLink the organization's objectives to customer needs and expectations._d206acfa-7838-11e6-9a7d-51cef811e1461.3CommunicationCommunicate customer needs and expectations throughout the organization._d206ad7c-7838-11e6-9a7d-51cef811e1461.4Goods & ServicesPlan, design, develop, produce, deliver and support goods and services to meet customer needs and expectations._d206adfe-7838-11e6-9a7d-51cef811e1461.5SatisfactionMeasure and monitor customer satisfaction and take appropriate actions._d206ae94-7838-11e6-9a7d-51cef811e1461.6ActionDetermine and take actions on interested parties’ needs and expectations that can affect customer satisfaction._d206af16-7838-11e6-9a7d-51cef811e1461.7RelationshipsActively manage relationships with customers to achieve sustained success._d206afa2-7838-11e6-9a7d-51cef811e1461.8LeadershipEstablish unity of purpose and direction and create conditions in which people are engaged in achieving the organization's quality objectives._d206b038-7838-11e6-9a7d-51cef811e146QMP 2LeadersLeaders at all levels establish unity of purpose and direction and create conditions in which people are engaged in achieving the organization’s quality objectives. Rationale: Creation of unity of purpose and direction and engagement of people enable an organization to align its strategies, policies, processes and resources to achieve its objectives. Key benefits: * Increased effectiveness and efficiency in meeting the organization's quality objectives * Better coordination of the organization’s processes * Improved communication between levels and functions of the organization * Development and improvement of the capability of the organization and its people to deliver desired resultsCommunicationCommunicate the organization's mission, vision, strategy, policies and processes throughout the organization._d206b0c4-7838-11e6-9a7d-51cef811e1462.1ValuesCreate and sustain shared values, fairness and ethical models for behaviour at all levels of the organization._d206b150-7838-11e6-9a7d-51cef811e1462.2Trust & IntegrityEstablish a culture of trust and integrity._d206b1f0-7838-11e6-9a7d-51cef811e1462.3CommitmentEncourage an organization-wide commitment to quality._d206b27c-7838-11e6-9a7d-51cef811e1462.4ExemplarsEnsure that leaders at all levels are positive examples to people in the organization._d206b312-7838-11e6-9a7d-51cef811e1462.5LeadersResources, Training, Authority & AccountabilityProvide people with the required resources, training and authority to act with accountability._d206b3b2-7838-11e6-9a7d-51cef811e1462.6Inspiration, Encouragement & RecognitionInspire, encourage and recognize people's contribution._d206b448-7838-11e6-9a7d-51cef811e1462.7EngagementEngage people at all levels throughout the organization to enhance capability to create and deliver value._d206b4de-7838-11e6-9a7d-51cef811e146QMP 3Competent, empowered and engaged people at all levels throughout the organization are essential to enhance its capability to create and deliver value. Rationale: To manage an organization effectively and efficiently, it is important to involve all people at all levels and to respect them as individuals. Recognition, empowerment and enhancement of competence facilitate the engagement of people in achieving the organization’s quality objectives.
Key benefits:
* Improved understanding
of the organization's quality objectives
by people in the organization
and increased motivation to achieve them
* Enhanced involvement of people
in improvement activities
* Enhanced personal development,
initiatives and creativity
* Enhanced people satisfaction
* Enhanced trust and collaboration throughout the organization
* Increased attention to shared values and culture throughout the organizationCommunicationCommunicate with people to promote understanding of the importance
of their individual contribution._d206b588-7838-11e6-9a7d-51cef811e1463.1CollaborationPromote collaboration throughout the organization._67dabd28-7840-11e6-a684-a2a8f811e1463.2Discussion & SharingFacilitate open discussion and sharing of knowledge and experience._67dabde6-7840-11e6-a684-a2a8f811e1463.3EmpowermentEmpower people to determine constraints to performance and to take initiatives without fear._67dabde7-7840-11e6-a684-a2a8f811e1463.4Recognition & AcknowledgementRecognize and acknowledge people's contribution, learning and improvement._67dabde8-7840-11e6-a684-a2a8f811e1463.5Self-EvaluationEnable self-evaluation of performance against personal objectives._67dabde9-7840-11e6-a684-a2a8f811e1463.6Surveys, Communication & ActionConduct surveys to assess people's satisfaction, communicate the results,
and take appropriate actions._67dabdea-7840-11e6-a684-a2a8f811e1463.7Process ApproachManage activities as interrelated processes that function as a coherent system._d206b628-7838-11e6-9a7d-51cef811e146QMP 4Consistent and predictable results are achieved more effectively and efficiently when activities are understood and managed as interrelated processes that function as a coherent system.
Rationale:
The quality management system consists of interrelated processes. Understanding how results are produced by this system enables an organization
to optimize the system and its performance.
Key benefits:
* Enhanced ability to focus effort on key processes and opportunities for improvement
* Consistent and predictable outcomes through a system of aligned processes
* Optimized performance through effective process management, efficient use of resources, and reduced cross-functional barriers
* Enabling the organization to provide confidence to interested parties as to its consistency, effectiveness and efficiencyObjectives & ProcessesDefine objectives of the system and processes necessary to achieve them._d206b6c8-7838-11e6-9a7d-51cef811e1464.1Authority, Responsibility & AccountabilityEstablish authority, responsibility and accountability for managing processes._67dabdeb-7840-11e6-a684-a2a8f811e1464.2Capabilities & ResourcesUnderstand the organization's capabilities and determine resource
constraints prior to action._67dabe40-7840-11e6-a684-a2a8f811e1464.3InterdependenciesDetermine process interdependencies and analyse the effect of modifications to individual processes on the system as a whole._67dabf12-7840-11e6-a684-a2a8f811e1464.4Processes & InterrelationsManage processes and their interrelations as a system to achieve the organization's quality objectives effectively and efficiently._67dabfe4-7840-11e6-a684-a2a8f811e1464.5Monitoring, Analysis & EvaluationEnsure the necessary information is available to operate and improve
the processes and to monitor, analyse and evaluate the performance
of the overall system._67dac0ca-7840-11e6-a684-a2a8f811e1464.6RiskManage risks that can affect outputs of the processes and overall outcomes of the quality management system._67dac19c-7840-11e6-a684-a2a8f811e1464.7ImprovementFocus on improvement on an ongoing basis._d206b77c-7838-11e6-9a7d-51cef811e146QMP 5Successful organizations have an ongoing focus on improvement.
Rationale:
Improvement is essential for an organization to maintain
current levels of performance, to react to changes
in its internal and external conditions and to create
new opportunities.
Key benefits:
* Improved process performance, organizational
capabilities and customer satisfaction
* Enhanced focus on root-cause investigation
and determination, followed by prevention
and corrective actions
* Enhanced ability to anticipate and react to internal and external risks and opportunities
* Enhanced consideration of both incremental and breakthrough improvement
* Improved use of learning for improvement
* Enhanced drive for innovationPromotionPromote establishment of improvement objectives at all levels of the organization._d206b826-7838-11e6-9a7d-51cef811e1465.1Education & TrainingEducate and train people at all levels on how to apply basic tools and methodologies to achieve improvement objectives._67dac278-7840-11e6-a684-a2a8f811e1465.2CompetencyEnsure people are competent to successfully promote and complete improvement projects._67dac368-7840-11e6-a684-a2a8f811e1465.3ProcessesDevelop and deploy processes to implement improvement projects throughout the organization._67dac444-7840-11e6-a684-a2a8f811e1465.4Tracking, Reviews & AuditsTrack, review and audit the planning, implementation, completion and results of improvement projects._67dac52a-7840-11e6-a684-a2a8f811e1465.5IntegrationIntegrate improvement considerations into the development of new or modified goods, services and processes._67dac64c-7840-11e6-a684-a2a8f811e1465.6Recognition & AcknowledgementRecognize and acknowledge improvement._67dac732-7840-11e6-a684-a2a8f811e1465.7Evidence-Based Decision MakingBase decisions on the analysis and evaluation of data and information._d206b8d0-7838-11e6-9a7d-51cef811e146QMP 6Decisions based on the analysis and evaluation of data and information are more likely to produce desired results.
Rationale:
Decision making can be a complex process, and
it always involves some uncertainty. It often
involves multiple types and sources of inputs,
as well as their interpretation, which can
be subjective. It is important to understand
cause-and-effect relationships and potential
unintended consequences. Facts, evidence
and data analysis lead to greater objectivity
and confidence in decision making.
Key benefits:
* Improved decision-making processes
* Improved assessment of process performance and ability to achieve objectives
* Improved operational effectiveness and efficiency
* Increased ability to review, challenge and change opinions and decisions
* Increased ability to demonstrate the effectiveness of past decisionsKey IndicatorsDetermine, measure and monitor key indicators to demonstrate the organization's performance._d206b9ac-7838-11e6-9a7d-51cef811e1466.1AvailabilityMake all data needed available to the relevant people._67daceee-7840-11e6-a684-a2a8f811e1466.2Accuracy, Reliability & SecurityEnsure that data and information are sufficiently accurate, reliable
and secure._67dacfca-7840-11e6-a684-a2a8f811e1466.3Analysis & EvaluationAnalyse and evaluate data and information using suitable methods._67dacfcb-7840-11e6-a684-a2a8f811e1466.4CompetencyEnsure people are competent to analyse and evaluate data as needed._67dacfcc-7840-11e6-a684-a2a8f811e1466.5Evidence, Experience & IntuitionMake decisions and take actions based on evidence, balanced with experience and intuition._67dacfcd-7840-11e6-a684-a2a8f811e1466.6Relationship ManagementManages relationships with interested parties._d206ba74-7838-11e6-9a7d-51cef811e146QMP 7For sustained success, an organization manages its
relationships with interested parties, such as suppliers.
Rationale:
Interested parties influence the performance of an organization.
Sustained success is more likely to be achieved
when the organization manages relationships with all
of its interested parties to optimize their impact on its
performance. Relationship management with its supplier
and partner networks is of particular importance.
Key benefits:
* Enhanced performance of the organization
and its interested parties through responding
to the opportunities and constraints related to each
interested party
* Common understanding of goals and values among
interested parties
* Increased capability to create value for interested
parties by sharing resources and competence
and managing quality-related risks
* A well-managed supply chain that provides a stable
flow of goods and servicesStakeholdersDetermine relevant interested parties (such as suppliers, partners, customers,
investors, employees, and society as a whole) and their relationship with the organization._d206bb50-7838-11e6-9a7d-51cef811e1467.1SuppliersPartnersCustomersInvestorsEmployeesSocietyPrioritizationDetermine and prioritize interested party relationships that need to be managed._67dacfce-7840-11e6-a684-a2a8f811e1467.2BalanceEstablish relationships that balance short-term gains with long-term considerations._67dacfcf-7840-11e6-a684-a2a8f811e1467.3Pooling & SharingPool and share information, expertise and resources with relevant interested parties._67dacfd0-7840-11e6-a684-a2a8f811e1467.4Metrics & FeedbackMeasure performance and provide performance feedback to interested parties, as appropriate, to enhance improvement initiatives._67dad060-7840-11e6-a684-a2a8f811e1467.5CollaborationEstablish collaborative development and improvement activities with suppliers, partners and other interested parties._67dad254-7840-11e6-a684-a2a8f811e1467.6SuppliersPartnersEncouragement & RecognitionEncourage and recognize improvements and achievements by suppliers and partners._67dad376-7840-11e6-a684-a2a8f811e1467.7SuppliersPartners2016-09-11http://www.iso.org/iso/pub100080.pdfOwenAmburOwen.Ambur@verizon.net